Frequently Asked Questions

MY ORDER

❱ What happened to my Order?

You can enquire the status of your order at any time in My orders in the My account section. If you are not registered at soilofindia.com, you can access directly in the Orders section. In that case, you will have to enter your e-mail address and order number.

For your information an e-mail is in any case sent to you when your order leaves our warehouse.

❱ Can I change or cancel my Order?

We regret that this is not possible.

❱ Do I have to purchase a minimum amount?

There is no minimum purchase amount except, if you wish to avail of our FREE World-wide Shipping offer, at USD 199 or more.

❱ Why have I not received a confirmation of my Order?

It can take up to 2 hours, post purchase, before you receive an email confirming your order.

If you have placed an order and still have not received any order confirmation within 2 hours from the time you placed your order, please contact:customercare@soilofindia.com

❱ Is an exchange of item possible?

We deeply regret the non availability of any exchange as all products are handmade and procured from virtually inaccessible terrains. In case of any query in this regard please feel free to connect with customercare@soilofindia.com who will endeavor to make your post purchase experience as rewarding as you had expected.

❱ What if part of my Order is missing?

If an item is missing from the parcel although it is stated on your delivery note, please contact:customercare@soilofindia.com. Do state your order number and the item number or product name of the missing item/s and we will revert on its status at the very earliest.

❱ What if I receive a faulty or incorrect item?

Delivery Queries

❱ What are the options of delivery?

All deliveries are through our preferred partners, FedEx, UPS and/or DHL and their affiliates world-wide through air shipments with the exception of bulk deliveries that may be dispatched by sea, subject to an agreement between buyer and seller.

❱ Do you deliver to my Country?

We deliver to every Country of the world except where there may be Regulatory strictures that disallow importation of goods into that Country. You may enquire from your own local authorities prior to placing any order and/or contact:customercare@soilofindia.com who will help resolve your query to the best of its ability.

In any case we would be unable to deliver to PO Box and APO addresses aside of any other addresses that are restrictive by local authorities.

❱ How much time to get my delivery?

All deliveries are specified on the Buying pages of each product. This pertains to availability and procurement of handmade products.

As for shipping gestation periods we partner with top of the line shipping companies and their affiliates thereby ensuring standard timely delivery depending on the destination. No differentiation is made by value of purchase or destination, unless the said shipping partners are unable to deliver at any specific destination.

❱ What are the shipping charges?

The most competitive shipping costs are charged on actual for each shipment and appear on the Buying page based on the weight, size and destination chosen. However, since we partner with the most secure and established shipping companies only, we recommend that valuable merchandise should not be shipped by less reliable companies at any cost.

For and above US Dollars 199 we provide FREE shipping world-wide. For purchases below that amount we charge at actual, as provided by our shipping partners.

❱ Do I have to pay any Customs Duty/Import charges?

SOIL has endeavored to cover all costs to prevent any surprises and therefore there should be no extra Duty/Charge. Yet, in the unforeseen circumstance of such a levy the same would have to be borne by you, as there is no fixed charge that can be pre-estimated.

❱ Do you deliver to a PO Box or APO address?

We do not deliver to either of the above or any other restrictive addresses.

❱ Why can I not track my parcel?

1. Upon placement of Order you will receive a confirmation of Order placed by email within 2 hours. Thereafter you would be intimated by email on the status of your Order up to the date of shipment. (Please refer to delivery details on the Buying page which indicates the approximate time to procure and ship the product of your choice).

2. Once the goods are dispatched to the shipping Company you will automatically receive your shipping tracking number. This tracking number can be checked on the shipping company site to track the Order till it is delivered.

3. Upon dispatch it can take up to 48 hours before you can see the first scan on your parcel. If there is still no information regarding your parcel after 48 hours, please contact customercare@soilofindia.com

❱ What if my parcel is damaged?

Please do not accept any damaged parcel and return it to the shipping delivery agent. If even inadvertently accepted by you it would not be possible to return to the shipping company. You may also immediately inform customercare@soilofindia.com of the same to resolve the said issue

PAYMENT

❱ What are my payment options?

1. You can choose between Paypal and 2Checkout which are highly secure and renowned global payment gateway options.

2. You may register with them, if you already aren’t or pay as a guest with virtually all credit/debit card options such as Visa, Master Card, Amex, Discover, Diners and JCB

3. All payments will be accepted in any currency, as stipulated by Paypal and 2Checkout and their conversion would take place at the prevailing rates of exchange.

4. No payment fee will be charged either by Paypal or 2Checkout as the same is provided for FREE by SOIL OF INDIA.

RETURNS & REFUNDS

Purchases made directly from the website of Soil Of India are eligible for 100% refund and/or replacement, subject to the stipulated guidelines set out below:

❱ Product Returns:

If for any reason you would like to return a product, the same would have to be claimed within 7 days of receipt of product by the customer.Please ensure product is reshipped under prior intimation to us at customercare@soilofindia.com within the stipulated 7 days. Any delay of duly acknowledged intimation beyond the stipulated 7 days will not be valid and not accepted under any circumstance. Shipping costs for returned goods and its subsequent replacement (if any) would be borne by the customer, irrespective of its ticket price. Any untoward incidental expenses that might accrue for re-export/re- import of goods will also have to be borne by the customer.

Only in case of non-availability of replacement product / similar product, 100% refund would be provided, subject to deductions towards shipping charges back and forth, and any other incidentals such as export/import/customs duties levied in either or both countries, or such other incidentals that may accrue on a case to case basis.

❱ Damaged Goods:

In case of goods accidently damaged, subject to company policy on verification, the product will be replaced with the same / similar product free of charge within 8-10 weeks of company's acknowledged acceptance of your notification at customercare@soilofindia.com within 7 days of delivery of parcel. Any delay beyond 7 days will not be valid or acceptable under any circumstance. However, re-shipping costs would have to be borne by the customer irrespective of the ticket price, in as much as any other incidentals that may accrue in the process of replacement or refund.

Only in case of non-availability of replacement product / similar product, 100% refund would be provided, subject to deductions towards shipping charges if any, and any other incidentals such as export/import/customs duties levied in either or both countries, or such other incidentals that may accrue on a case to case basis.

Any damaged parcel received from the shipping Company must not be accepted at the time of delivery and must be returned to the shipping delivery service immediately on receipt, with the necessary remarks of visible damage to the parcel / product. Shippers will not entertain or accept any feedback of damages from the customer once the parcel has been accepted, let aside opened.

The subject of refunds or replacements could take 8-10 weeks from the date of customer intimation acknowledged by customercare@soilofindia.com. In case of any unfortunate undue delays, the customer will be kept posted by mail.

In any matter of refund / replacement / damaged goods, the company's decision will be final and binding and executed in accordance. In case of any disputes, the Company Soil Of India will remain governed by the laws in India and will have the right to invoke arbitration proceedings towards an amicable settlement.

MY ACCOUNT

❱ How to create a My Account?

Click on My Account in the right corner of the SOIL Website and then click on Create Account. On the registration page, all fields marked with *

We comply with the applicable data protection regulations so your personal data will not be passed on to third parties by us unless consented to by the customer.

❱ What are the benefits of a My Account?

1. Quick and easy checkout process on returning onto the site.

2. View your history.

3. Save addresses and basic input data.

❱ Can I order without a My Account?

Sure you can as a guest checkout. We have tried to make this process as simple as possible without any sacrifice on Security issues.

TECHNICAL ISSUES

❱ Which browsers can i operate on ?

❱ I am having problems using the shopping bag?

If you are experiencing problems using the shopping bag it could be because of your cookies settings or because your internet browser needs to be updated.

Try deleting your cookies. All you need to do is click at the Tools tab on your internet browser, select Internet Options, then choose Delete Cookies or 'Delete Cache' and press ok.

Items may also disappear from your shopping bag if the stock is low and the item gets sold before you manage to complete your order.

CONTACT

❱ How to contact you, if required?

You could fill up the Contact Us form Here or send a mail 24 X 7 X 365 at customercare@soilofindia.com. You will receive an acknowledgment mail almost instantly. Our Customer care personnel will thereafter revert within 24-48 hours subject to time zone differences.